Confirm your product and notification type
This setup concerns ServiceDesk Plus-style notifications using technician and request fields. ManageEngine is a product family; do not assume every product, cloud edition or MSP edition supports the same template fields.
The standard Hively snippet contains $Technician and $RequestId. Confirm that your selected notification supplies those fields before applying the template to customers.
1. Match technicians in Hively
Open Configuration → Integrations → ManageEngine and enter each technician’s display name beside their Hively user.
Use the value that $Technician produces in the received message, not an assumed email address or login ID. Resolve duplicate names before using a shared template. Select Update, reopen ManageEngine from the integration list, and copy Get snippet → Show HTML.
Leave the generated fields and the rest of each link intact. Recheck the mapping if technician display names change.
2. Edit the relevant notification
Choose the requester-facing notification template for the service interaction you want to rate and insert the snippet into its HTML body.
ManageEngine’s ServiceDesk Plus communication guidance describes notification rules and customizable templates. Use the documentation and variable picker for your installed edition when selecting the template.
Keep its existing conditions and recipients, retain an original copy, and test on an assigned request first. A technician assignment field may identify someone other than the person who wrote the latest reply; decide which interaction the feedback should represent.
3. Verify the received link
Send internal test notifications for two mapped technicians and inspect the resolved technician and request values.
Also check reassigned and unassigned requests if those events can generate the message. A blank field, a literal $Technician or an unexpected person means the workflow needs investigation before rollout. Follow the integration checklist without clicking live rating faces during link inspection.
If your edition uses a different field syntax, contact Hively support with the product, edition and template type before adapting the snippet.